Founded in 1971 and headquartered in the US, Merkle is a privately owned business consulting and services firm with approximately 7,090 employees. A subsidiary of Dentsu, Merkle specializes in data-driven customer experience management (CXM), focusing on personalized customer experiences across various platforms. Its services encompass a range of digital solutions, such as marketing technology (MarTech) platforms, data identity tools, and customer relationship management (CRM) and content management system (CMS) software.
Merkle noted that brands face challenges in creating, personalizing, and activating content due to fragmented and inefficient content supply chains. These inefficiencies lead to delays, inconsistencies, and missed opportunities. Separately, Merkle developed One Portal, a commerce platform designed to improve customer experience for Satair and Airbus. The platform aims to support current operations and future growth. Merkle also highlighted the importance of content in building brand credibility, conveying values, enhancing engagement, and fostering customer loyalty, ultimately contributing to business growth. Finally, Merkle discussed the importance of customer experience in the automotive industry, noting that a positive experience can translate into long-term revenue.
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